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Main Objective

Meticulous manager, who undertakes complex assignments, meets tight deadlines and delivers superior performance. Possesses extended knowledge in the Business Process Outsourcing, from recruitment budgeting stage process to the operational execution. Applies strong project management skills to financial decisions from initiation, planning and executing of each project. Performs problems solving techniques to better inform senior management of the key trends with the objective in reducing company expenditures while increasing profitability. Operates with a strong sense of urgency and thrives in a fast-paced setting.

Work History

Jan 2016Present

Recruitment Manager

[24] 7 Inc.

Provides direction to a team in order to achieve demanding hiring targets while continuously reducing the cost per hire. Participates in forecasting meetings with relevant internal/external departments to elaborate the best strategy to source, hire and retain possible employees. Develops short-long term projects while continuously improve the department performance.  

  • Developed the hiring plan for the site based on candidate profiles and hiring capacity which resulted in a reduction the cost per hire by 10% in the first semester.
  • Presents to upper management complex strategies to  reduce the hire share and increase the amount of hires.
  • Develops process documents to improve efficiency while reducing waste.
  • Implementation of gamification system which resulted in a 20% improvement in department’s efficiency
  • Creates and implements innovative tools for strategical decision making
  • Develops creative proposals with specific strategies for distinctive clients.
Nov 2014Dec 2015

Workforce A. Manager

[24] 7 Inc.

Provided direction to a team that develops reports on daily workload. Controls master systems files with schedule information and shift preferences. Serves as initial contact point for all issues regarding schedules. Process day-off requests and update systems. Determines workforce requirements to meet service level and response time objectives. Determines agent schedules to meet call center objectives.

  • Monitors, and as necessary, coordinates compliance activities of other departments to remain abreast of the status of all compliance activities and to identify trends.
  • Collaborates with other departments (e.g., Risk Management, Internal Audit, Employee Services, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution.
  • Developed department´s first incentive performance plan which motivated staff and resulted in a 20% increase in productivity over a six month period.
  • Developed several internal processes for payroll, which resulted in a reduction of defects.
  • Rolled out a new process to measure the productivity for staff members.
  • POC for programs billing, forecast, planning and performance management.
  • Implemented new methods for data analysis for the WFM team, in order to improve the areas of opportunity  .
Feb 2014Nov 2014

Quality Assurance Lead

[24] 7 Inc.

Managed a team of 8 – 10  highly trained quality specialists and provided guidance to team members in order to maintain the highest level of quality in our deliverable through continuous testing of functionality/usability and review of visual elements, proofreading, and validation during critical stages of development. 

  • Test functionality and review visual elements of small- and large-scale interactive deliverable
  • Document and facilitate communication and troubleshooting of issues, bugs, changes
  • Validate and close-out all issues prior to client delivery
  • Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality
  • Develop process to ensure the highest level of quality assurance possible
  • Investigate procedures, workflows, and software to keep our processes up to date
  • Mentor QA team members and share expertise
  • Conduct daily touch base meetings with QA
Jul 2011Feb 2014

Supervisor Lead

[24] 7 Inc.

Managed a team of 10 agents & 5 supervisors, managed by providing direction on the reduction of unplanned time, projections of planned time. 

  • Monitor the compliance tools 
  • Motivate and encourage agents through positive communication and feedback
  • Coordinate teams to plan for coaching and feedback sessions 
  • Develop actions plans for bottom quartile which is based on a performance glide path
  • Quality and planning controls for reducing shrinkages by 15%
Oct 2010Jul 2011

Trainer Lead

[24] 7 Inc.

Training lead in a banking international account, that performed a strategic analysis based on the performance of a team. Ensured the achievement of the KPI's  in the process of performance improvement plans.

  • Quality assurance performance to meet client requirements 
  • Motivate and encourage agents through positive communication and feedback
  • Meet at least once each week with team, to review the past week's events, including statistics, Disseminate new product information to the agents, communicate company information, answer questions and comments and provide agents with a glimpse of future weeks.
Feb 2002May 2010

Sales Manager

Electronics Expo

Responsible for develop and execution of proposal for prospect clients based on their market and needs. Evaluated the performance of the sales team by establishing a triggers and reports to improve the sales performance.

  • Implemented sales trigger metrics
  • Instructed staff on appropriately handling difficult and complicated sales
  • Surpassed sales goals by 25% over a two year period
  • Managed a team of 10 professionals in custom installations

Education

Jan 2015Dec 2017

Master's in Finance (M. Fin)

Universidad Galileo
  • 4 Trimester
  • Undergraduate expected December '17

Courses & Awards

  • October - 2016 - Analisis y Optimizacion de Cargas de Trabajo - AGG (Asociacion de Gerentes de Guatemala
  • April - 2016 - Six Sigma Green Belt [24]7 Inc. Certification
  • September - 2016 - Introduction to Project Management - University of Adelaide 
  • Microsoft Office
    • Microsoft Excel (Advanced)
    • Microsoft Word
    • Microsoft PowerPoint 
    • Microsoft Access
  • Project Management
    • Attrition Management
    • Task Management
    • The Art of Giving Feedback
  • Cablevision Certified Fiber Optics sales 
    • Presidents, Gold sales club
    • Dolby/DTS Certified 
    • THX Certification
    • Cedia Certification (Telephone, data, audio, video, home theater, HVAC, and lightning control)

Skills & Competencies

  • Ability to implement the Basics of Quality & Lean to specific problems to find root cause.
  • Data analysis to view trends and make executive decisions
  • Ensure that a company is on track to meet financial goals
  • Develop and implement strategic budgets and control
  • Assist companies in reaching goals and objectives related to sales, productivity, profitability and industry penetration, among other areas
  • Prepare detailed interpretation of reports to senior management
  • Ensure department is compliant 
  • Establish and implement a performance management process for all program staff
  • Identify and evaluate risks associated with the program 

References

  • Lic. Miguel Enrique Canales Mejía

General Manager – Químicos Globales de Centroamérica, S.A.

Telephone: 2384-0001

  • Luis Eduardo Godoy

Account Operations Manager – Xerox

Telephone: 5946-5616

  • Ana Lorena Fernandez Melgar

Training Manager – Innovative Contact Solutions

Telephone: 3020-8071